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How to Minimize the Gift Return Hassle

Outsourcing to Experts Like Support Associates, Inc. Makes Economic Sense

LAGUNA HILLS, Calif., Dec. 27, 2017 – As sales of consumer electronics products have soared in recent years, so have the number of calls to retailer and manufacturer help desks or customer support lines.  The situation is magnified during this post-holiday period when product returns become a major logistical challenge. 

According to industry studies, most product support calls are from customers who either can’t understand how their new gadget containing the latest technology in hardware and software works -- even after reading the instructions, or they have been gifted a defective item.   But it has been found that more than 65 percent of the products returned are flawless. 

Since product returns have become a major cost factor to both manufacturer and retailer, they are spending millions of dollars on customer support.  And they are also finding that outsourcing this crucial function is more effective and cost-efficient than hiring, training and retaining an in-house support staff.

One such firm that is deeply entrenched in outsourced customer support is Support Associates ( in Laguna Hills, Calif., whose founder, John Shadwick, is a pioneer of customer support for the consumer electronics and the technology industries. 

“If there is one thing I have learned over my more than 50 years of experience in this business, it is the fact that despite all the success that our customers have in preparing for the pre-holiday buying season, and even though their products are selling at an excellent pace, post-holiday returns are inevitable but most often can be avoided,” he says.

“Why let your customers who don’t understand your product undo all your hard work when they return your products simply because they can’t figure out how to make them work,” he asks his clients.  “Why take the chance that they will show their frustration on social media and damage your stellar reputation?

“Our primary goals are to help our clients increase the percentage of their holiday sales that stay sold and not lose customers in the process.  We do that by using a staff of professional support specialists who are thoroughly trained and versed in each of our clients’ products and services – no matter how technical or complicated they may be,” Shadwick adds.

“And because our associates are experienced and certified customer support professionals, we can implement our solutions quickly without start-up charges.  Our call and email support services are available 24/7,” he says.  “The bottom line:  increased product satisfaction and reduced returns.”

About Support Associates:

Support Associates, Inc. is a Southern California-based technical support outsourcing company. It assists small and medium companies by providing their customers with excellent but affordable 24/7, 365 days a year customer support for computers, consumer electronic products and anything that runs on, communicates with or is attached to them.  Customer calls and emails are responded to immediately using client-supplied information and standard troubleshooting methods. A quality assurance program ensures every customer is treated with respect and every response is courteous and correct.  The company is headquartered at 22901 Mill Creek Drive in Laguna Hills, Calif.  More information is available at (949) 595-2112 and

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